Get to know the Role:
This role is fully responsible on how TPI engages with the customers, directs the strategy and the end-to-end experience for partners. Also to give the best services to our partner and to increase their productivity to work for Grab at the same time.
This person builds partners trust, loyalty and engagement with Gold Program and team, through effective channels of communications as well as different but appropriate treatments to partners.
The ideal candidate is expected to be strategic, understands the human nature and behavior and strategies to influence them. S/he enjoys the experience of leading an elite team to engage, communicate, retain and grow with partners.
The day-to-day activities:
- Accountable for the development and delivery of Customer Relation Strategy
- Accountable for partner on-boarding, quality assurance, loyalty and retention
- Focus to increase the engagement the customers through the services, program and communication strategy
- Improving customer productivity to work for Grab
- Make a continuous PDCA and improvement also initiatives to increase customer experience and satisfaction
- Support the Head of Operation to ensure high retention rate & increase partners engagement in city
- Work with other department (Credit Control and Asset Maintenance) to increase overall quality booking and asset
- Build and mentor a team, encouraging cultural inclusiveness and sharing of plans, objectives and results
The must haves:
- Bachelor’s Degree in relevant field
- Fluent in Bahasa Indonesian
- Good in written and spoken English
- Minimum 5-6 years of relevant work experience, especially in General Management, Hospitality, Community Management, Loyalty or services industry
- Excellent communication and leadership skills. Good interpersonal skills that enable one to work with people at all levels, to motivate and empower whenever necessary
- Experience in events planning and communication strategy is a plus point
- Able to make key business decisions or provide solid recommendations based on data & analytical thinking
- Self-starter and ability to work well in a fast-paced environment
- Passionate about the social mission and making a positive impact in emerging markets
- Proficient in Ms. Office
